Job title: Associate Director, Patient Support Services - CRM Business Lead
About the Job: The Associate Director, Patient Support Services - CRM Business Lead is part of the Platform Solutions Team responsible for the strategic direction and roadmap of our core platforms that support our patients and provider services offered through Patient Support Services (PSS). In this role, the Associate Director will be a Subject Matter Expert (SME) in the patient journey driving operational excellence, business value, and outcomes. They will own the strategic roadmap and the prioritization of capabilities and enhancements working cross-functionally with the PSS and Digital Teams.
The candidate must be solution-oriented, operationally savvy, creative, highly organized, flexible, and adept at managing multiple matrix teams, including external vendors. The position will report to the Sr. Director, Platform Solutions and is based in Cambridge, MA.
Main Responsibilities:- Build and maintain the CRM roadmap for the PSS organization by assessing and prioritizing new capabilities/ enhancements that drive business value and outcomes.
- Actively engage with key stakeholders to understand priorities, gather requirements, and ensure solutions are effectively designed and meeting business needs.
- Develop and document best practices to support standardization and harmonization of business processes across PSS Programs.
- Participate in the design, build, and implementation of any/all related CRM initiatives including writing user stories, participating in grooming sessions, sprint planning, and executing UAT scripts.
- Support PSS data management strategy in the design, integration, and migration activities.
- Partner with the training teams to design and implement cohesive and structured training programs to support our business users.
- Identify, measure, and present the current/future impact of the CRM on current and future pipeline
- Develop deep knowledge of the patient journey, platforms, and systems used to support our patients and providers.
- Perform market research and CRM benchmarking activities to ensure solutions align with Play to Win strategy.
- Work with our internal and/or external teams to support and or troubleshoot issues as needed.
About You:
Qualifications:- Bachelor's degree.
- 5+ years of experience building CRM solutions or working within PSS or other bio-pharmaceutical or healthcare experience.
- Strong leadership and analytical skills, ability to deliver on project objectives on time and within budget.
- Experience with Salesforce Health Cloud and ecosystems with certification is a plus.
Preferences:- Proven ability to lead and influence teams without direct authority.
- Highly self-directed; proactively and independently work issues and manage projects with minimal direction.
- Proven ability to communicate and present effectively to senior leaders, cross-functional and cross-organizational teams in a matrix environment.
The salary range for this position is:
$148,500.00 - $214,500.00
All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.
